The paper's expose last Sunday revealed that Npower's salespeople used 'dirty tricks' to persuade homeowners to ditch their existing suppliers. The investigation resulted in the suspension of 17 salespeople.
Regester Larkin director Mike Regester, who frequently advises utilities companies on crisis comms, warned: 'The PR team needs to persuade its management to take disciplinary measures against offending sales team members, conduct a complete review of sales training methods and change the way in which remuneration is paid to the sales team.'
Npower head of PR Richard Frost has been managing the media response with an in-house team of four.
'Having taken decisive action, followed up by a wide-ranging review, I am confident we will emerge stronger than before,' said Frost.